Authentication
If a customer has a G01 that says "failed authentication" in the last 90 days, and then they fail authentication with you right now - what do you do?
Refer to branch, leave A01 that says failed authentication that remains for 1 year
Is updating a customer's address a high risk transaction?
YES !!
How long is the grace period on credit cards?
21 Days at the minimum (Holidays/weekends can sometimes increase it)
What are the credit cards that have no annual fee ?
TD Rewards / TD Cash Back
What chequing account waives the annual fee for a TD Premium Visa card?
All Inclusive Banking Plan
When can you ask authentication exception questions?
When CAT A are exhausted, you would go in CAT A exception questions. Then you need to go back to the standard CAT B. If exhausted, you would go to exception CAT B.
What procedure do we use to reverse Interest for a customer?
Credit Card - Inhibit or Reverse Interest
If CX made minimum payment before due date, will they get charged interest?
YES, (ONLY FULL PAYMENT will avoid the interest)
What is the Annual fee for Aeroplan Infinite Privilege CC ?
$599 (Not waived with All inclusive account either)
When a customer calls in inquiring about Balance Protection Insurance on their visa - what do we do?
Refer them to Balance Protection Insurance (BPI) - number is located in COMMON NUMBERS
What are the 2 questions you can ask the customer to high risk them during MANUAL AUTHENTICATION?
CVV2 or Active Access Card Number
What procedure do we use when a customer has misplaced their credit card and wants to TEMPORARILY block it?
Add/Remove Status Codes
When does cash advance interest start?
From the day the cash advance is done.
Which credit card offers TD Auto Club Membership included?
TD CASH BACK INFINITE CC
If a customer asks questions about the Flight/Trip Delay insurance that they have on their First Class Travel Visa Infinite card, what is your response?
Refer them to Global Excel Insurance (number is located in Product Chart)
What are the 4 types of authentication?
Mobile, IVR/CTI, Manual, Voiceprint
Credit Cards - Redeem Cash Back Rewards
How is minimum payment calculated?
$10 + Interest + Fees + Overlimit + Past Due
What are the income requirements for the TD Aeroplan Infinite credit card?
$60k personal OR $100k household income
A customer calls in through their mobile app and wants to do a High Risk Transaction - what are the 4 ways you can High Risk verify the customers?
Voiceprint, Successful Phonecode/CTI, One-time Passcode (Auth Hub), Mobile Authentication questions
What is the difference between redeeming travel rewards via Book Travel Your Way and redeeming for a Cash Credit ?
You follow Book Travel Your Way redemption when a customer has travel activity in the last 90 days and you get a higher value for your points. Cash Credit redemption is when the customer doesn't have any travel in the last 90 days but wants to redeem at a lower value.
What kind of transactions would they get charged cash interest for ? - have to name 4 types have to be mentioned
Cash like transactions: withdrawal of funds through ATM, branch or OFI, balance transfer, (BOAT) TD Visa Cheque and cash like transactions(examples: casino, lottery, WU, etc.).
How is the interest determined on the Emerald Visa?
Prime + Variable (ie. 3.7 + [4.50%-12.75%])
What is C3 and what is S3 use for?
C3 = checking preapproved credit offers/BOAT
S3 = make payments to credit card/do a cash advance